ServiceNow IT Service Management Logo Award Winner Product Badge
ServiceNow IT Service Management Logo Award Winner Product Badge
ServiceNow

ServiceNow IT Service Management

8.6 /10
Category
ServiceNow IT Service Management
8.6 /10

What is ServiceNow IT Service Management?

IT organizations want to deliver innovative business solutions, not spend time looking after infrastructure. And business users want services to be just as convenient as the ones they use in their personal lives. Our ITSM solutions give you end-to-end visibility into processes and infrastructure through a single system of record for IT. This enables you to consolidate and automate service management processes, increase efficiency, lower costs, and devote more time to innovating and creating the consumer-like self-service experience that users expect.

Company Details


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Awards & Recognition

ServiceNow IT Service Management won the following awards in the IT Service Management - Enterprise category

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ServiceNow IT Service Management Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on ServiceNow IT Service Management.

88 Likeliness to Recommend

97 Plan to Renew

83 Satisfaction of Cost Relative to Value


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Emotional Footprint Overview

+83 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love ServiceNow IT Service Management?

4% Negative
6% Neutral
90% Positive

Pros

  • Reliable
  • Enables Productivity
  • Security Protects
  • Performance Enhancing

Feature Ratings

Average 82

Reporting

84

Service Catalog

83

Integrated Knowledge Management

83

Multi-Site Functionality

83

End User Self Serve

82

End User Support Solutions

81

Systems Management Integration

81

Integration With IT Tools

81

Technician Administration

81

Business Application Integration

80

Multi Device Capability

79

Vendor Capability Ratings

Average 80

Breadth of Features

85

Quality of Features

82

Business Value Created

82

Ease of Data Integration

81

Ease of IT Administration

81

Vendor Support

80

Availability and Quality of Training

79

Product Strategy and Rate of Improvement

79

Ease of Implementation

79

Ease of Customization

78

Usability and Intuitiveness

77

ServiceNow IT Service Management Reviews

Aasif Shafi A.

  • Role: Information Technology
  • Industry: Telecommunications
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Jan 2023

One of the best Incident management tool.

Likeliness to Recommend

8 /10

What differentiates ServiceNow IT Service Management from other similar products?

Because of the user interface and proactively triggering of alerts.

What is your favorite aspect of this product?

Graphical user interface

What do you dislike most about this product?

Dashboard creation mechanism.

What recommendations would you give to someone considering this product?

The best tool for monitoring purpose with huge features.

Pros

  • Reliable
  • Trustworthy
  • Unique Features
  • Inspires Innovation

Scott P.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Jan 2023

Feature rich and highly customizable

Likeliness to Recommend

10 /10

What differentiates ServiceNow IT Service Management from other similar products?

It has the power to do anything you could need it to. It's full of so many different tools, managers, automation.

What is your favorite aspect of this product?

The ability to keep track of tickets and solutions while being able to review past KBs and resolved tickets for current issues.

What do you dislike most about this product?

Very complicated to learn and requires a lot of set up. It is also incredibly expensive.

What recommendations would you give to someone considering this product?

Do plenty of demos and make sure it's right for your organization before taking the dive into the service.

Pros

  • Helps Innovate
  • Unique Features
  • Reliable
  • Performance Enhancing

Cons

  • Less Efficient Service
  • Vendor Friendly Policies
  • Less Fair

Scott P.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Jan 2023

Filled with advanced functionality.

Likeliness to Recommend

9 /10

What differentiates ServiceNow IT Service Management from other similar products?

It has so many great tools and resources to manage any and all ITSM needs. I have not seen an ITSM service quite like this one.

What is your favorite aspect of this product?

Its advanced features that allow for automation, integration, and high levels of end-user support.

What do you dislike most about this product?

Its a very dense service and can take some time to fully understand how to use. Not to mention it's very expensive, both the actual license, but also to have it set up and integrated into your organization.

What recommendations would you give to someone considering this product?

Make sure to spend time asking questions to your rep and run plenty of demos to make sure it's what will work best for your company. SNOW is best utilized (in my experience) by more well established enterprises who are looking to step-up their ITSM game.

Pros

  • Reliable
  • Enables Productivity
  • Unique Features
  • Helps Innovate

Cons

  • Less Efficient Service

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